Hi. I'm YC, the Head of e-Business at Nespresso Oceania, leading the e-commerce channels for B2B and B2C across Australia and New Zealand. Together with the team, we're responsible for delivering the full Nespresso experience to anyone, anywhere, on their chosen device—by being data-driven and customer-obsessed. We're currently on a journey to reposition the “e” in e-commerce from "electronic" to "experiential" commerce. It's about moving away from being solely transactional to embracing a hybrid approach. We still want customers to have a seamless transactional journey—where they can browse, find, and check out easily—while also enjoying an immersive experience where we inspire product discovery through a personalized and relevant journey. It's all about adding value beyond product and price. One of our biggest customer pain points was the lack of a search functionality online. Customers wanted to easily find what they were looking for. This also went against our objective of delivering a seamless online customer journey. So we started a partnership with Coveo and implemented AI-powered search. It’s been a game changer for both us and the customer. Now, customers can easily find what they’re looking for—whether it's the specific name of a capsule or even just the color. For instance, if they didn’t know the name, they could search “purple” and discover Arpeggio through the search function. With query suggestions, results are also more relevant to the customer. And for us as a brand, it gave us more insights into what customers are searching for, so we could optimize the site accordingly. When we noticed customers were searching for "caps" or "descaling kits," we realized those items weren’t easily found on the site—so we worked to make them more visible. We also implemented Coveo’s product recommendation tool, which is powered by machine learning. It’s now integrated on some of our product pages and shows customers what other customers frequently bought together. Again, this benefits both the customer—through relevant new product discovery—and us as a brand. Previously, we managed this manually, so it's now more efficient and time-saving. Coveo is a global partner of Nespresso, but we’ve found significant value in working closely with their local team. We’ve been taking an approach of “sweating the asset,” and we’re doing this from two angles. The first is about optimizing and fine-tuning the features we already have online—such as on-site search. We know that customers who use this feature convert at a higher rate. So we've worked with the team to increase the visibility of the search bar to drive more usage. We're also working with them to ensure there are no zero-result queries—because I heard that was a sin—and identifying content gaps so we can create the content customers are looking for but not currently finding. For product recommendations, we’re collaborating with the team to test different types of recommendation strategies offered by the Coveo platform and identify where on the site these tools can drive the most revenue. Longer term, we’re working on a roadmap to implement more features from Coveo—such as advanced merchandising tools and even conversational search. For example, customers could type “How do you make a latte?” and we’d surface the right answer instantly. We found that people who use search have almost 180% higher conversion rates compared to those who don’t. So one of our short-term goals was to optimize and increase usage of the search function. We made some tactical changes to improve its visibility, and we've since seen a 30% increase in site search usage—which has been a strong result for us. At Nespresso Australia, we continue our journey to deliver that exceptional coffee experience. We also want to be locally relevant and double down on delivering value for the customer. That means providing value beyond product and price, ensuring a true omnichannel experience, and making sure customers receive the full Nespresso experience—whether they shop online or in-store—seamlessly, through an omnichannel lens.